Designer Doors

Dear [redacted] ,My apologies for the delay in response to this complaintWe spoke on the phone initially and you were going to email me the complaintWhen I didn't receive it, I left a voice message on your machineIt was not until today when you contacted me again, and resent the complaint, that I finally received and am able to respond to it.The [redacted] 's purchased a custom transom from Designer Doors in October of 2014, as shown in the attached contractWhen I became aware of the [redacted] complaint in the fall of 2016, I worked to fill in gaps because the original sales person they worked with is no longer with the company, as they statedUpon gathering the facts, I took it for review with our Customer Concerns CommitteeKnotty cedar was found to be listed as the wood selected in email correspondence from the prior sales personIt is also the wood on the contract that the [redacted] 's signed off onThe customer says that the sales person was aware that the wood was actually knotty alder and chose knotty cedar, even though we provide knotty alder as a wood speciesGiven this, and being that the salesman is not here to explain or defend his perspective, we decided that we would offer to produce a new transom for the customer in knotty alder, free of charge, that they could have stained to the color of their choice and install in place of the current knotty cedar transomThey would also be able to keep the original cedar transom to do as they pleased withDespite our offer for a replacement transom, the customer was not satisfied and requested a full refundWe then offered to refund them half the amount paid of the transom and allow them to keep the original transomThey still were not satisfied.Designer Doors feels we have more than adequately tried to satisfy the customer by providing two very fair options for themPlease let me know if you need further information or have additional questions for us regarding this complaint.Thank you,Heidi [redacted]

Dear Mr [redacted] ,As previously stated, and as is evidenced in both the attachment of email correspondence provided by the [redacted] s, and the email attachment to this response from Designer Doors, it was understood by the sales representative that the [redacted] s wanted a knotty cedar transom, and that is what they receivedAgain, Designer Doors takes the stance that given that information, we are being more than accommodating by offering to provide the [redacted] s with a knotty alder transom to finish and install themselves, or a partial refund on the knotty cedar transom that they currently haveWe hope that the [redacted] s will come to recognize that they received what they ordered, which was a knotty cedar transom, and that Designer Doors is going above and beyond our contractual obligation to assist with their satisfaction by offering them two options of resolution to this matter.Best regards,Heidi [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11797495, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Frank And Irene [redacted] Dear  Mr. [redacted],Sorry for the delay in responding but we were out of state for several weeks with very limited access to email. In response to the message from the business we still stand firmly on our request. We are requesting either a full refund or the company to remove the existing transom, produce a new transom utilizing knotty alder, stained and installed by the company. It would cost us a great deal to have someone else remove the transom in not to disturb the mortar and brick work surrounding the transom.Please see the attached email showing Jeff [redacted]'s (the territory manager assigned to our job and the only one who came out several times in restaining) conversation with us reassuring us that the knotty cedar would work fine. We are not experts in this field and your territory manager, Jeff [redacted] was.  We relied on his expert opinion in reassuring us it would be a match. In addition, as per this same email, Jeff stated he would request a "stained sample" of the piece prior to building it but we never received the stained sample either! Furthermore, as per our conversation with the owner prior to the filing of  this complaint, he told us the knotty cedar was the better choice. It's unfortunate your employee is no longer with your company to "defend himself" as you state on your message. However, as a small business owner myself, if any of my former or present employees ever had a situation like this I would make every effort to provide 100% satisfaction to any client. Furthermore, do you not keep a tally of your employees' customer visits, inquiries and concerns? Your employee had made several visits to our home to restain the transom with no satisfying results.We also have several emails on file that we have forwarded to Heidi [redacted] (from Designer Doors)company regarding our numerous converstions with Jeff [redacted]. Thank you and hope to come to an agreement soon.Frank and Irene [redacted]COPY OF EMAIL SENT  FROM JEFF [redacted]---- Original Message -----From Jeff [redacted] <j[redacted]@DesignerDoors.com>Date Wed, 29 Oct 2014 14:51:00 -0500To [email protected] RE: FW: JS939211 - shutter and raised panel proposal I will request that now. Jeffrey E. [redacted]Territory ManagerDesigner Doors, Inc.PO Box 329Bantam, CT  06750612-209-9867j[redacted]@designerdoors.com From: fp...⇄ [mailto:[email protected]] Sent: Wednesday, October 29, 2014 3:50 PMTo: Jeff [redacted]Subject: Re: FW: JS939211 - shutter and raised panel proposalImportance: High wondering if you can send new update of the proposal for just the panel and bull nose for nowFrank----- Original Message -----From: Jeff [redacted] Date: Monday, October 27, 2014 5:49 pmSubject: FW: JS939211 - shutter and raised panel proposalTo: [email protected]> Hi Frank,> > Here is the proposal that coincides with the drawings I just > sent over.> All products are made with knotty western red cedar and have > three coats> of stain applied to them. I would request a stained sample of the> material from the main office prior to building them, if you > decide to> proceed. I would want you to be reassured that we would make every> effort to match the front entry door stain color as closely as > possible.Let me know what you think. If you do decide to go > forward, it would be> important to get this signed off on no later than Thursday, so > it could> be incorporated into the October production plan.> > Best,> > Jeff> > Jeffrey E. [redacted]> Territory Manager- NY/NJ/CT> Designer Doors, Inc.> PO Box 329> Bantam, CT 06750> 612-209-9867> j[redacted]@designerdoors.com> >

Dear [redacted],My apologies for the delay in response to this complaint. We spoke on the phone initially and you were going to email me the complaint. When I didn't receive it, I left a voice message on your machine. It was not until today when you contacted me again, and resent the complaint, that I...

finally received and am able to respond to it.The [redacted]'s purchased a custom transom from Designer Doors in October of 2014, as shown in the attached contract. When I became aware of the [redacted] complaint in the fall of 2016, I worked to fill in gaps because the original sales person they worked with is no longer with the company, as they stated. Upon gathering the facts, I took it for review with our Customer Concerns Committee. Knotty cedar was found to be listed as the wood selected in email correspondence from the prior sales person. It is also the wood on the contract that the [redacted]'s signed off on. The customer says that the sales person was aware that the wood was actually knotty alder and chose knotty cedar, even though we provide knotty alder as a wood species. Given this, and being that the salesman is not here to explain or defend his perspective, we decided that we would offer to produce a new transom for the customer in knotty alder, free of charge, that they could have stained to the color of their choice and install in place of the current knotty cedar transom. They would also be able to keep the original cedar transom to do as they pleased with. Despite our offer for a replacement transom, the customer was not satisfied and requested a full refund. We then offered to refund them half the amount paid of the transom and allow them to keep the original transom. They still were not satisfied.Designer Doors feels we have more than adequately tried to satisfy the customer by providing two very fair options for them. Please let me know if you need further information or have additional questions for us regarding this complaint.Thank you,Heidi [redacted]

Dear Mr. [redacted],As previously stated, and as is evidenced in both the attachment of email correspondence provided by the [redacted]s, and the email attachment to this response from Designer Doors, it was understood by the sales representative that the [redacted]s wanted a knotty cedar transom, and that is what they received. Again, Designer Doors takes the stance that given that information, we are being more than accommodating by offering to provide the [redacted]s with a knotty alder transom to finish and install themselves, or a partial refund on the knotty cedar transom that they currently have. We hope that the [redacted]s will come to recognize that they received what they ordered, which was a knotty cedar transom, and that Designer Doors is going above and beyond our contractual obligation to assist with their satisfaction by offering them two options of resolution to this matter.Best regards,Heidi [redacted]